AT&T review: rebate offer is a rip off! 171

Filing a complaint with BBB can't hurt. My friend filed his just 5 days before his second corrected check was mailed; his notification that the complaint had been sent to the appropriate AT&T office in San Francisco was received as that check was being mailed. Coincidence? Maybe. But the complaint is insurance.

There seems to be a pattern here - AT&T probably advices its agents to give customers these "stock" answers. The second rep i spoke to actually lied to me - she told me that my check was dispatched the day before my call! I called again today and the rep I spoke to today told me that there was no check, that my rebate application was rejected. I just raised a complaint to BBB - and I am going to follow up till AT&T pays.

UPDATE: My friend received his replacement check TODAY! Hopefully, this check is good to cash/deposit. The last one matched with the check number he was told not to cash. Nothing like printing bad rebate checks for us consumers... NOT!

I think there should be a class action lawsuit or at least an investigation by the attorney general into this fraudulent rebate scam by AT&T.

My brother-in-law and I signed up for AT&T DSL service with the $49.99 equipment rebate in 9/2007 this year. For the record:
1) there are no rebate sticker or form in the equipment box. I've told by the customer service rep that at&t is changing
2) on the rebate web site they tell you to go to, there are NO rebate form to download
3) I called the at&t rebate customer service on two occassions to request them to send me the rebate form. Two months later. Still No rebate forms.

I'm fed up with this rebate scam. I've already filed a complaint with the ftc.gov but they told me they don't resolve case by case basis but by mass number of people affected. So if you've been cheated, file a complaint with ftc.gov and may be if they're not on AT&T's payroll they will take some actions.

Same here... gave up contacting at&t and decided to take it up with the fcc... class action lawsuit.

Sent my rebate form in end of Jan 2007, it is now Dec 2007... from all your complaints I feel this is a hopeless battle. Did anyone ever have success getting their $50 rebate? Every time I try to call I spend a minimum of 45-1 hour on the phone, it's almost not worth it! Some of you said you filed a complaint, anyone know how I can do this in CA...

It was never my intention to discontinue my high speed internet service on 785.273.1956. Please respond asap.

I had signed up for an online only promotion in Aug 2007 for Pro DSL. It promised $79.99 rebate for wireless gateway, $50 cashback for DSL after 30 days of service and 2 months credit after 90 days of service.

I have called many times for the $50 cashback and I'm always tossed around different departments who promise I should see it in couple of weeks. I haven't received anything till today. The equipment rebate status shows I'm only eligible for $49.99 and they havent received my card. When i called they informed that there is no such promotion as $79.99 for equipment rebate and i would get only $49.99 and it is under processing and would take another 4-6 weeks time. After the initial two hiccups I'm not sure if i would receive the two months credit too. It seems like a total rip-off.

Can't really add much to this complaint other then it seems to be wide spread. The rebate estimated time is always a week after the next payment is due. When started the home and internet service the rep told me it would be processed by the first bill. Well like the others it's not processed yet under review and will be 4 - 6 weeks. I think class action lawsuit is in order. Chump change for cooperation hard earned cash for the working class.

Ca Girl et all.
If you're waiting for a rebate to be sent out and you started your service after the 1st of September, call [protected] and hit one for all of the prompts (even if they don't sound right). I haven't yet heard of some one being sent the forms to fill out and send back for that rebate so call in and they'll process it over the phone. Once they do that y'all should be able to get your rebates in about 2-3 weeks (max really).

By the way, anyone else in Northern California who joined AT&T for the above Online Only Promotion for DSL Pro Package experiencing the same problem? Or correct me if I am wrong, because I am this close to lost patience and throw a law suit upon them.

UPDATE: My friend received the so-called bad check, and, yes, it matches the check number he was told about last week; apparently, he was told a fact (amazing!). He called today and the person told him a check had just gone out, apparently the replacement check. It should arrive in about 10 days. We shall see. I'll provide an update at that time.

I've ordered my DSL Pro service for 24.99 per month through AT&T's "Online Only Promotion" this July, which was supposed to give me
- 2 months free service
- $50 Cash Back
- Modem rebate up to $49.99 for basic, $79.99 for WiFi

Here is what I got
- $49.99 rebate
- NO two months free yet
- NO $50 cash back/gift card

I called today, after being kicked like a human soccer, finally talked to a "manager", he said he's gonna check into that, and he tole me it may take two days to get the promotion detail since it's several months ago.

He called me after 20 minutes of "researching the archive" and told me that "I am correct that I should have received $79.99 for the WiFi modem (which is a total crap), and that he "will credit the remaining $30 bucks back to my account. He said I will get my next two months free BUT I can't get the $50 cash back because "he read the detail and realized that it's an 'Either Or' offer, meaning I can either get 2 months free OR 50 bucks cash back. (Surprising that's the promotion they are currently running) So I felt betrayed and I call him back, asked him to send me a copy of the "Fine Print" for that Internet Only Offer. I can't wait to see it myself.

UPDATE: My friend has contacted BBB and filed a complaint!

i have been with atnt the first rebate was fast so after getting a new lap top i upgraded the equippement with the promise of a49.9 5 rebate . well no rebate form no rebate sticker with new wif dsl modem. i called was told it had to be in service for two months before theysent it out this was sept this is now dec. still no rebate forms , plus i had a freind sign up and wa s to get 50 cash back for that well guess what i only received 25 of that even with all the paper work showing we did it right , yes im filing a complaint with bbb and consumer affairs and call curtis

I had gone thru bad phase in my life struggling to get the mailing rebate of $50 which is the ATT's promotion plan of Equipment rebate on the Yahoo High speed Internet service agreement. I mailed the rebate forms and was able to track the details on their site, but once it was due, i called them and the customer representative lied that the check was mailed according to their records and now they would cancel that check and issue a new one this would take 3 weeks t cancel and 2 weeks to deliver. Its been past 6 months and there is no change. Though the equipment is too expensive i am not sure if I could have purchased another router from any of the store for half the price and would have been more merrier. Now, I would like to know from this complaint board whether any of our friends here have been eventually successful in getting the rebate, either thru complaint petition or otherwise, if yes, then I would be glad if they share there opinions.

Update: I talked to my friend last night -- 11/21/07 -- and I can tell you he has NEVER read one word about a VISA gift card... NOT ONE WORD! His order was for a ATT/YAHOO EXPRESS DSL line 3 MONTHS ago. And, the rebate center said a ton of checks were not being accepted by banks due to printing errors. EXCUSES! I find it suspicious that there is talk of a gift card by some posters. Could you people be working for AT&T?

I have a friend who set in his rebate card 12 WEEKS AGO and still no rebate! The card was received but now the site shows NO status. Luckily, he took a screen shot. AT&T's latest excuse is that a "bad" set of rebate checks went out, banks were refusing them. Was told to to give it more weeks. This is becoming a scandal. Habitual liars!

Some people were lucky at least you got some internet connection, but I was never able to get the modem let alone the rebate, repeated calls to ATT will be directed to the collections department for payment, ATT is good at collecting money but not providing service!

11/16/07 I've been going through this for months, now, AT&T's favorite answer is 8-10 weeks.

The rebate center then transfers me to another department that can't help me with the rebate...

FYI Christi Smith I work at the AT@T rebate processing centre and they are payed out as visa gift cards.(it says so on ANY rebate form) . and trust me your 300 dollar rebate for activating 3 lines is as much of a pain for us in the rebate centre as it is for you. (except of course were not out $300) and we do our very best to get them out to customers. Also, the store many store reps need to learn how to read as well. As far as Im concerned giving out the incorrect rebate form is not acceptable. I understand how it could happen but not when I get +or - 20 rebates a day that need to be corrected. Then again if everything ran perfectly I wouldn't have a job. If anybody has any questions feel free to call and ask or just post them here.

Just some insider tips on the best way to get your rebate:
1. BE POLITE. the agents are much more willing to help and push for you case more if you're polite and respectful to them. Besides, it makes the experience much less painful and frustrating for both of you!
2.Send in the form like it says and call in about 2 weeks later. If they haven't received it they can process it over the phone for you with no problem.
3. There are two different numbers for rebates: [protected] is for visa gift cards and everyone who gets a rebate after the 1st of September. Yes, some of these prompts are confusing and take you in circles, so just hit 1 for all of them and it will take you straight to someone. The other number is [protected]. This center handles all the rebate claims before september 1st of 2007.
4. Make it very clear which rebate you're looking for, especially when talking to other departments because a lot of the rebates sound the same and you might be in the entirely wrong place, which is very frustrating.
5. If you have had/done any of the following, make sure you contact the rebate center 60-65 days after you start your service to make sure everything is okay because these things can cause complications: moved, changed number, temporarily disconnected your service (you have to have service for 60 days to get the rebate, as it says on the post card and in the policies), received a credit...for anything really (a lot of the credits att issues nowadays aren't recognizable by the system that scans for equipment credits so it causes a lot of problems), or had a defective modem so sent it back and received a new one. Checking for these things as soon as they show up within the 60-65 day area is the quickest way to getting them solved.
6. Know NOW that if you did not order your equipment directly through att (over the phone or in an att store) and instead got it through another company's store (for instance, best buy) that you are not eligible for a rebate through att but through that store if they have a rebate for you. Also remember that you are required to have the service for 60 DAYS or you're not eligible.
7. Escalations take 4-6 weeks. Plain and simple. When the agent says they're making an escalation for you, ask for the case ID number. Also be aware that what that means is that the rebate center is sending the rebate to a completely different department of att who has to research the claim, verify it with att corporate and send it back to the rebate center. That's why it takes as long as it does. There's no way to change that and although it's very frustrating, it's the best the rebate center has the ability to do. Most of the time it will approve occasionally it will not. If it does not, then the rebate center is contractually not allowed to escalate it again and you must go to customer service to get take out your claim.
8. If you call in and the rep says that they received your postcard but information was missing, this is true. What it means is that the billing department didn't send them your information for the rebate and so all the info. and so all the info they have is what was sent on the postcard. NO, the billing department agents cannot fix them, so there's no point in calling them. YES, it can be fixed through an escalation. This is one of the reasons you should call in that 60-65 day period, to find out if your info is 100% not coming, though usually the agent will escalate early before that time to get your claim going (this is one of the reasons to be patient and polite with the agent).
9. If you call and the agent says that they couldn't find ANY of your information, this is also true. Make sure, however, they try a few different ways to check the system than just your phone number. Have them search by your last,first name. This slows the system slightly so be patient while they're waiting for the results. If they still can't find it then you must call the billing department. The trick to this is most of the billing department doesn't have any clue what to do about it. Request to speak to one of their supervisors and if still unresolved have them 3-way the rebate department.
10. If you request to speak with a supervisor and you're told that they don't have any supervisors taking calls on the floor, this is true also. ATT pays that department so much for incoming calls, outgoing calls, and supervisor calls/call-backs, so the supervisors are not contractually allowed to take calls on the floor. The supervisors will also only be able to tell you exactly what the agent told you, though their answer might sound more intelligible or understandable. Call backs are permitted and do occur within 24-72 hours. Usually they call back around the same time the request was placed. However, you can request a better time and a better phone number for them to reach you at.
11. If you call in and the agent tells you that your check has been mailed a while back, this is most of the time true. Some times agents will see that it's verifying, which means that the check should be mailed out about a week from that time. The trick is "verifying" is the stage where they either approve or deny you. this is that 60-65 day period in which you should call. If you are denied in that stage and were told the check was mailed then you were merely pre-mis-informed. Yes, not your fault. Yes, frustrating nonetheless. If it was mailed and you never receive it then the rebate center can send you a new one. If you want to go to a different address than the one their database has then it will take 4-6 weeks to get to you. If you want it to go to the same address it will take 2-3 weeks to get to you. It takes 4-6 weeks when changed because they have to make sure it's a valid address and therefore must contact billing and att corporate and then, once approved, make the check and mail it out again, after canceling the first check. the 2-3 weeks is because they have to cancel the old check, make a new one, and send it out. Remember it takes 5-7 BUSINESS (mon-fri) days to reach you. It is also best to wait about another week after that. It is fully in the hands of the US mail when it's been mailed, so be patient.This includes US Mail returns. Those mean that the US mail had trouble locating your address and therefore sent it back to us. These need to be escalated and take about 4-6 weeks.
12. If you are told by an agent that the case is uncommon and that they therefore need to email it to the supervisors, this is most probably true. It usually only takes 2 weeks to get those type of situations fixed, though a few end up in escalations so they take about 4-6 weeks.
13. If you want to speak with the same agent you spoke to last time (for whatever reason) you can ask for the agents extension number. All agents have one. You should also make a note of what time/day their working so they're not off when you call in next.
14. Don't call the agents liars. Very rarely do the agents lie, and calling them liars will actually encourage them to. Agents can be very helpful and cut a lot of corners if you call at the right times and have reasonable requests ("I WANT MY REBATE CHECK TOMORROW OR AT THE LATEST BY THIS FRIDAY!" would not be consider a reasonable request). If you're rude they can easily do nothing, though dishonest.
15. If you are told your rebate expired it most likely has. Before blowing up a storm however, ask the agent if their postcard was accidentally placed in a similar account (usually in the account of the old owner of your number or in an old rebate account you had) because those can be escalated (4-6 weeks) and fixed. If they still say no there's honestly not much the rebate center can do. If you track the postcard you sent in, then you can fax it to them (they'll give you the number) and most likely you'll get your rebate. If you didn't (which, frankly, is more common by far) than the only thing you can do is take it up with billing/customer care.
16. NO, the rebate agents can NOT transfer you to other departments. It may sound ridiculous, but it falls under the contractual agreements regarding the different pay for different calls. The rebate agents, however, usually have the correct numbers to send you to, so be patient and take the help they can offer.

***The above is mostly for the rebate center that handles everyone before 9/1/07

17.A hint for the post 9/1/07 calls. Make sure you call [protected]. Hit 1 for all of the prompts (I know it sounds dumb and that att should fix it, but for now, that's the only way to get through). Remember to do this even if it sounds wrong. when you get an agent tell them you're looking for your visa gift card even if you're certain what you're looking for is called your equipment rebate. This will get them to look into their system without throwing a fit or sending you away. Once they've looked you up they'll find you and you'll be taken care of.

A quick wrap-up:
-be polite
-call about 2-3 weeks after you sent it to make sure it was received
-call around the 60-65 day mark to make sure it was approved after verifying so if it wasn't the problem can be fixed as soon as possible
-be patient
-remember it takes 10-12 weeks (though normally only about 8) to get the rebate and that escalations take 4-6 weeks.

***I know calling at the recommended times is causing some of you to wonder why the heck you should have to call for the rebate THEY promised YOU. the truth is you don't have to call. But calling at those two times and remembering the amount of time it takes for certain processes will save you from having to spend 6 hours or whatever people said they spent on the phone, later.

Hope this helped. Trust me, an extremely large majority of customers get their rebate in the end, it just takes longer depending on the situation and of course no one hears about all the easily and quickly received rebates. Just the bad ones.

Got they same run around with att they are a bunch of lairs just to get business!

"John Doe" FYI the rebates from Att/Bellsouth are in check form or Visa. You can get it other way. I got 2 checks so far.

Not to make you hate me... but I filed for my rebate over the phone and the lady said you should get it by Dec 7th, this was last Wed. I got it and my signing 100.00

Rebate yesterday! Try again you might get someone with brains next time. I just hope they send me the $300.00 more they owe me for signing everything over to them!

Hey guys! Instead of bashing people at a company who try and help you, how about you first try something many of you have trouble with. READING. Firstly these rebates are payed out as VISE GIFT CARDS. clearly stated on the rebate form. many of you have most likely received your rebates from ATT and thrown them away thinking they are applications for a credit card. Secondly, if rebates are filled out correctly and completely the rebates should be processed without any problems and you should receive them within 10-12 weeks. Instead of trying to hire a lawyer to sue ATT or calling the BBB just try reading the form! 1 rebate form per envelope, put the wireless number for the phone you are applying for the rebate on, include the IMEI bar code and the rebate form filled out correctly. this is not a complicated process and yet you call in mad at people in a call center and a good part of the time ITS YOUR FAULT! Dont staple anything together.. I know it doesnt say that on the form but trust me it helps. And just remember, when you are calling the rebate processing centre be polite, they are the people who can either help you get your rebate or tell you to resubmit Everything.

Same thing here. I finally contact my dept of consumer protection. They should be dealing with this. It's a total scam.

I have purchased 5 phones with $100.00 rebates each. I have received only one “100$ debit card”. It was assigned to a phone number that I did not have; they said it would take 7 to 5 business days to get a replacement PIN so I could use the card. 2 months later NO CARD PIN, No rebates! I think if enough people have experienced the problems I have we have a Class Action Suit! They own me 500.00!

I finally had time to file a BBB complaint today (10.22.07). I am encouraged to see that someone else on this list received their refund by doing this. I'll post again if I see the money.

I would advise EVERYONE reading this to file a complaint with the BBB.

To make sure that you file through the correct office, use AT&T customer care telephone number [protected]) when attempting to locate the proper office branch for AT&T.

Good luck!

It has been more than 4 months and I have not received my rebate. I too have called the Rebate Center numerous times and the answer that I got each time was, "your rebate is still being processed." I will call them again today and if I get the same answer again, I will go ahead and file a complaint to the BBB. I am beginning to lose my patience.

I learned my lesson. Why didn't I check the internet first? Why didn't I see all the complaints? I just trusted ATT. I had never a reason not to with the "old" AT&T. I will never trust the "new" Att again.

GOOD NEWS! We finally got our rebate check for $49.99. This only happened because we filed a complaint against AT&T with the BBB in St. Louis, Mo. A representative from the AT&T Executive Appeals Office called us and checked into the problem. It was cleared up in about 3-4 weeks.

JP - St. Louis, Mo.

I have been waiting for my rebate going on five month now. Every time I called they always says that it will be sent out in 4 t0 6 weeks.

Same thing has happened to me. I submitted my rebate coupon in January 2007. I began to call them every few weeks starting in March 2007. I was told a variety of lies (yes, this is what they are): awaiting processing, in the finance department, etc. Apparently they issued me a check in July 2007, which I never received. I made a call to them in early September 2007, they said they were going to re-issue my check. I called them today, and was told that my rebate was denied! I have spent probably six hours on the phone about this. At this point, there is nothing I can do, except complain loudly, notify the BBB, and cheerily support any class action lawsuit. As other posters have noted, fifty dollars is nothing to a multi-billion dollar company. I would love to make the ### pay.

I too have been ripped off by this scam! They even issued me a check twice, only to be cancelled before they were mailed. I got the same runaround that these other folks got so I don't need to go into that! I too filed a complaint with the FTC as of two days ago, and now I am going to complain to the BBB when I am done here! I strongly urge everyone do the same and that this is deserving of a class action lawsuit! If I owed ATT $50 since june as is my case,they would have destroyed my credit and I would now owe them hundreds! This is an invite for any hungry lawyers out there. There must be thousands of us that have been burned!

Same thing happened with me. AT&T mailed me my phone and on the rebate they said you need your cash register receipt...WELL, no receipt since it was mailed to me and they said "oh so sorry"...they knew ahead of time they did not mail me the receipt so i'm the one out. The online help said to send them a copy of your credit card showing transaction, which I did but you have to have the original receipt to get the rebate...RIPOFF! I will cancel AT&T /CINGULAR when contract is up.

I received my DSL months ago, I've called and tried to look up online to locate my rebate but so far nothing. I agree that AT&T has the worst service known to man/woman on this planet. They won't even send me a paper statment so I can determine what my charges are each month and they very by as much as $20 per month without long distance charges. Their policy of only billing online with no explanation doesn't cut it for me.

I too am having the same problem. I first had my service installed in dec 2006 in 4 months i did get a check. in june 4 2007 i was told if i upgradd i would indeed get another 49.99 rebate. well I have called 4 diferent times and still no check. I always here it will take up to four wekks.. HELLO? its ben over 3 months. I get one that says they cant find it and another that says it is being processed. the website says it cleared for $0.00 what the heck? I will be changing services as soon as I get my 50.00 they owe me. o and I will let them know they will get paid in the next 10 to 12 weeks. This company is awful!

Ack this is scary!

Our apartment complex decided to no longer offer internet service, so they told us they had arranged deals for us with AT&T and told us about the wonderful rebate that they had and blahblahblah. So I got my equipment and sent in the rebate form. I checked online later and it had not been received so I called up and the woman said they had not received it but she could take my information and start processing it. I checked back and it said my request had been received. Checking back again later I saw that it was "issuing my refund check." Except then I received a postcard saying my refund had been declined. So I immediately called them up and explained it and they checked my record and said that it had been "credited to my account." Well I had 4 months worth of bills from them and indeed it had NOT been. I got a service number and they said they would escalate the case for review. But when I called back 4 weeks later I was told that I had to wait another 4 weeks from the date I received the service number. ARGH.

I'm a student so I can't really afford all this crap and with all the downtime that my DSL has been giving me I'm tempted to switch services. The line shuts down like clockwork at 9:30pm for the past week, whenever their line service technicians are gone. How convenient, huh?! Since when is DSL offered between the hours of 8am-12am EST, Mon-Sat?!?!

In regards to the letters that I have read they are almost exactly the same thing that ATT rebate center has told me. They keep giving me the runaround and after asking to speak to supervisor I was told no supreviser was there to handle my complaint, but that one would call back somtime early next week. After calling rebate center again and comnplaining that next week was not accectable. I was then told I would hear from a supervisor today (Fri) or tomorrow (Sat) Well we will see if that happpens. Ive been waiting since Feb 07 and here it is the middle of September 2007. We will see what happens if it is not settled I will be making complaint to BBB . FTC and Attourney Generlals office in CT.